🗓 Scheduling & Appointments

How do I schedule an appointment or request to be added to the waiting list if the day I want isn’t available?
You can use the Appointment Scheduler on the Home page of our website to book an appointment or request to be added to the waitlist if your preferred day is unavailable. You can also log in to your patient portal or use the Charm mPHR app to schedule directly.

How do I reschedule or cancel an appointment?
To reschedule or cancel an appointment, you can:

• Use the Automated Booking Assistant via text

• Use the Scheduling Chat Bot on our website

The Automated Booking Assistant also allows you to confirm or add yourself to the waiting list—all through quick and secure text messaging. This is the most efficient way to manage appointments.

What happens if I need to cancel less than 48 business hours before my appointment?
We require at least 48 business hours' notice to cancel or reschedule without a late cancellation or no-show fee. If it is less than 48 business hours before your appointment, you must contact our office directly at 903-833-9875.

💳 Payments & Insurance

Do you accept insurance?
Yes! We accept insurance for many providers. Visit the Pricing section of our website for the most up-to-date information or contact our office. We use Headway as our billing system for all insurance patients. You can manage your insurance and payment info through Headway here: Set Up or Update Your Headway Account

How do I pay for my appointment?
You'll enter your credit or debit card in your patient portal. Insurance patients must also have a card on file in Headway, as that is where your copay or deductible will be collected. For cash-pay patients, payment is automatically processed 24 hours before your appointment.

What if my payment doesn’t go through?
You’ll receive a notification. Please log into your patient portal to update your card to avoid cancellation.

📲 Patient Portal Access

How do I access the patient portal?
You’ll receive an email invitation after scheduling your first appointment. You can also click the Patient Portal button on our website or use the Charm mPHR app. Use your ChARM PHR credentials to log into the app.

• Download for iOS

• Download for Android

What can I do in the portal?
Through the portal, you can complete forms, send secure messages, request refills, view your treatment plan and visit summaries, update personal info, and schedule appointments.

💊 Prescription Refills

How do I request a medication refill?
Log into your patient portal and send a refill request message to your provider. Please allow up to 72 business hours for processing.

What if my medication requires a follow-up visit?
All medications—especially controlled substances—require a follow-up appointment before a refill. Not attending your scheduled appointment can lead to delays in receiving your medication.

📞 Messaging & Communication

How do I contact my provider or the office?
The best way is through your patient portal, which ensures HIPAA-compliant and efficient communication. You can also message us using the Charm mPHR app or the Charm Connect app (live chat). If you don’t have portal access yet, call or text us at 903-833-9875.

I have a billing or scheduling question. Who should I contact?
Please send us a message through your patient portal and select the appropriate topic.

📹 Telehealth Sessions

How do I join my video session?
You’ll receive a Zoom link via text and email before your appointment. Click the link at your scheduled time (or a few minutes early). Failure to join at your scheduled time may result in a No Show.

Do I need a Zoom account?
No, but you do need to download the Zoom app on your phone or computer.

Can family members join my telehealth session?
Yes, Zoom Business allows for additional participants. Please let your provider know ahead of time if someone will be joining you.

🧾 Forms & Documentation

Where can I complete my intake forms?
All forms are sent through your patient portal after scheduling. Please complete them within 48 hours to avoid your appointment being rescheduled.

I need a work/school excuse or other documentation. How can I request this?
Send a request via the patient portal, Charm mPHR, or Charm Connect, or mention it during your appointment with your provider.

🧠 Therapy & Medication

What is the difference between counseling and psychiatry?
Psychotherapy, also known as counseling, focuses on talk therapy and behavioral strategies to address emotional difficulties. Psychiatrists and psychiatric nurse practitioners are medical providers who assess whether psychiatric medication is appropriate and prescribe accordingly. We often integrate psychotherapy within our medication management sessions as needed.

Will I be on medication forever?
Not necessarily. Treatment plans vary by individual. Many clients use medication temporarily during difficult times, while working through issues in therapy. Once symptoms improve, we’ll work with you to re-evaluate your medication plan.

🚨 Emergencies

What if I’m experiencing a mental health crisis?
Our office is not a crisis center. If you're in crisis, please call or text 988, or go to the nearest emergency room. You can also contact the Suicide & Crisis Lifeline for support.

If your question isn’t answered here, feel free to send us a message through your patient portal or contact us directly at 903-833-9875. We’re here to help!